VALENTINA TAFUR
International Business Administration
Cali,Colombia
Summary
Dynamic and empathetic professional with a proven track record of fostering collaborative environments and achieving exceptional results. With a background characterized by strong leadership, effective communication, and a commitment to individual growth, I excel in cultivating high-performing teams.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Team Manager Customer Experience
Alorica
01.2023 - 04.2024
- Delivered regular team meetings for aligned work towards common goals.
- Facilitated meetings to communicate team performance goals and results.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managing resources efficiently to meet established goals and deadlines.
- Evaluating employee performance and providing constructive feedback to aid in their professional development.
- KPIs: attrition, quality, AHT, NPS, attendance, shrinkage, adherence.
Customer Experience Agent
Alorica
09.2021 - 12.2022
- Managed high-volume calls while maintaining exceptional standards of professionalism and accuracy.
- Provided personalized support to customers, tailoring solutions according to their unique needs and preferences.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Trained new hires on company policies, procedures, and best practices for delivering outstanding customer service.
- Consistently met or exceeded team targets for customer satisfaction ratings and call handling times, contributing to the overall success of the department.
Administrative Assistant
Universidad De San Buenaventura Cali
01.2021 - 07.2021
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Created and maintained databases to track and record customer data.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Education
Spanish Teaching As A Foreing Language - Adult And Continuing Education
International House Mexico
Mexico 05.2001 -
International Business Management - International Business Management
Universidad De San Buenaventura Cali
Santiago De Cali, Colombia 05.2001 -
Skills
Administration and Reporting
Performance Coaching
Problem-Solving
Training and Development
Effective Communication
Decision-Making
Business Analysis and Reporting
Team Leadership
Time Management
Teamwork and Collaboration
Teamwork and Collaboration
Timeline
Team Manager Customer Experience
Alorica
01.2023 - 04.2024
Customer Experience Agent
Alorica
09.2021 - 12.2022
Administrative Assistant
Universidad De San Buenaventura Cali
01.2021 - 07.2021
Spanish Teaching As A Foreing Language - Adult And Continuing Education
International House Mexico
05.2001 -
International Business Management - International Business Management
Universidad De San Buenaventura Cali
05.2001 -